Auto attendant is an ideal solution for busy departments - such as reception areas and call/response centres - or out of hours periods, which allows you to redirect incoming callers to the department or extension they require without a member of staff handling the call. By prompting and empowering the incoming caller they are less likely to hang up than if presented with an engaged or constant ringing tone. The perception of service is also increased as their call is processed professionally and efficiently without the need to wait for receptionists to hold or transfer them.
The Auto attendant can answer multiple calls simultaneously, providing different, customisable greetings for each extension or department. Incoming callers are prompted to enter their choice of destination for direct connection or alternatively your office receptionist. If no extension number is dialled within a specified time, the call can be automatically connected to a receptionist to handle the call. For example, an initial prompt may be set up as: 'For sales please press 1,for support press 2 or to speak to an advisor press 3.'
Intelligent queuing - callers routed via the auto attendant to a busy extension can be queued with a pre-recorded message to inform them of their place in the queue and reassure them of prompt attention Customised messaging - calls to different incoming lines can be programmed to receive a different greeting, for example where a call centre handles calls for numerous 3rd parties or multiple offers Call transfer - each mailbox can be set up with unique attributes that determine how a call is transferred to each station. Options include:
Call queuing - waiting callers can be informed of their place in the queue and choose to continue holding or leave a message Call screening - callers may be asked to speak their name which is played to the user before the call is released, giving them the choice of accepting or rejecting the call. Call screening can be programmed to announce either at an individual extension or over a tannoy system, ideal for larger offices or warehouses Follow me - incoming calls can be transferred to another number or held while the user is paged, and if there is no answer the call can then go back to the user 's mailbox.
